First, a disclaimer: I worked for GTE/Verizon from 1995 thru 2001. My wife has worked there (GTE/Verizon/now Frontier) for over 15 years…and she still works there. If you read between the lines, you might figure out that she was one of the bonuses I got. LOL.
Last month, I began my post How to Make Lifelong Customers with this paragraph:
“How many times have you dreaded calling the phone company, even for something as simple as a billing question? You know the routine: A 20-minute maze of phone prompts, several transfers, then a series of never-ending sales pitches. Somebody really missed the mark, here. They can get away with putting profits ahead of customer service because they (basically) have a captive audience.”
Well, now I get the pleasure of telling you how 26 States are about to actually enjoy calling their phone company!
In July 2010, Frontier Communications took over 26 States of Verizon territory. This is good news for all of us!
Frontier came in with the usual blah blah blah of better customer service, shorter response times, etc. All the usual BS that we’re used to hearing. But here’s the catch…they meant it, and they are backing it up with their actions!
I’ve had to call Frontier 5 or 6 times in the last couple of months for billing and some tech support issues about my website hosting. In the past, I’d have rather gone to the dentist than to call Verizon for anything, even as an employee. I have to tell you…the change was incredible. It was actually a pleasure talking to Frontier. They weren’t following any phone script, they didn’t try to sell me something I didn’t want, and they fixed my problem while I waited (btw…hold times are less, too. Go figure).
Frontier’s CEO, Maggie Wilderotter, has empowered her employees to do whatever it takes to “do right by the customer” even if their internal systems don’t support it. She is all about taking care of you, the customer.
Here’s the Doink Moment, people: I’ve told you before that your best business strategy is to make friends, not customers. That is exactly what the new Frontier is doing. Half the country is about to experience what it means to have good customer service! Find a reason to call Frontier. I promise you’ll be surprised. If they stay true to their course, and all signs are that they will, you’ll actually enjoy dealing with your local phone company. It’s refreshing to see such a large company doing things exactly right. Yes, there are growing pains during the transition…but give them the benefit of the doubt. Once you see who they are, you’ll never go anywhere else.
Cheers to Frontier for putting customers before profits!
Be well. ~John
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